Customer Support Specialist, AI SaaS Platform

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee and address incoming support inquiries via email and internal platforms.

• Deliver clear, empathetic, and precise responses to both technical and non-technical users.

• Diagnose platform issues by examining logs, consulting documentation, and replicating customer scenarios.

• Forward complicated or urgent matters to product and engineering teams.

• Assist with real-time queries in community spaces such as Discord.

• Recognize recurring questions, bugs, and product deficiencies, documenting them effectively.

• Contribute enhancements to help center articles, troubleshooting guides, and internal documentation.

• Provide structured feedback to cross-functional teams regarding customer sentiment and usability.

• Collaborate with engineering, product, and operations teams to ensure support processes are completed.

• Share insights that enhance onboarding, documentation, and overall user experience.

• Aid in refining internal support systems, workflows, and templates.

• Complete prequalifying questions, video introduction, role-specific assessment if applicable, recruitment interview, executive interview, client interview, and background/reference check as part of the application process.

⛳️ Requirements

• 2 to 3 years of experience in customer support, preferably in SaaS or technical environments.

• Exceptional written English with a clear, concise, and customer-focused communication style.

• Capable of managing multiple tickets or conversations simultaneously without compromising accuracy.

• Proficient in using tools such as Plain, Intercom, Zendesk, or similar platforms.

• Tech-savvy with the ability to quickly learn APIs, integrations, or workflow systems.

• Availability to meet the necessary working-hours overlap.

• Experience in supporting developer tools, AI products, or community-based support settings is a plus.

• Previous experience assisting customers across various time zones is a plus.

• Updated resume is required.

• A short Loom video (1 to 2 minutes) introducing yourself and detailing your experience in supporting SaaS or technical products is required.

🏝️ Benefits

• Paid bi-monthly (every 15th and 30th).

• Paid Time Off according to company policy.

• Observance of holidays in alignment with company guidelines.

• 100% remote work environment.

• Opportunity to support a global customer base.

• Work within a dynamic, AI-focused environment.